Divine Enterprise (UK) Ltd

What inspectors found

From the Care Quality Commission's assessment published 6 November 2024 (assessment visit 16 April 2024). Quoted under the Open Government Licence.

1. Safe

   GGood Good

   People received a safe service provided by staff in suitable numbers, who were appropriately recruited and met their needs. This meant people were supported to live safely. Any risks to people were assessed, monitored, and recorded, by the management team and staff. Accidents, incidents, and safeguarding concerns were reported, investigated, and recorded appropriately. Staff were trained to administer, prompt and support people to take their medicines, if required. Infection control procedures were followed.

2. Caring

   GGood Good

   Staff encouraged people to be independent and do things for themselves. People were encouraged, and supported to have choice, control, and make decisions about how and when their support was provided. This promoted and improved their quality of life, self-worth, confidence, and independence. People and their relatives told us staff gave good care and support in a friendly way, paying attention to small details that made all the difference. Staff acknowledged people’s rights to privacy, dignity and confidentiality, and people said they felt respected. People said staff were compassionate, cared about people and passionate about the people they provided a service to. A staff member said, “Meeting needs is a very crucial part of care. The services provided by the company to people and staff are very effective. From a staff point of view they listen to me in every situation and if I call them regarding a customer they act quickly and meet the needs of customer."

3. Responsive

   GGood Good

   The registered manager and staff were responsive to people’s needs and assessed, reviewed, and appropriately adjusted their care plans as required. This included any communication needs. Staff provided people with person-centred care, which gave them choices, and encouraged them to follow their routines, and interests. They were also encouraged to maintain social contact with family and friends to maintain their independence, and minimise social isolation. People were given appropriate information about the service to make their own decisions regarding whether they wished to use it. Complaints were recorded and investigated with outcomes provided.

4. Well-led

   GGood Good

   The provider had a culture that was open, responsive, positive and the management structure was clearly set out. The provider’s vision and values were easy to understand, staff understood and followed them, and were aware of their responsibilities and accountability. Staff were prepared to raise concerns they may have with the provider and take responsibility for their own conduct. The quality of the service was regularly reviewed, and any required changes made to improve the care and support people received. This was conducted in a way that best suited people. The provider had established effective professional working relationships that promoted the needs of people including those outside its remit.